Integrated Voice Response System RFP

Project: Integrated Voice Response System RFP Ref. #: RFQ025020 Type: RFP Status: Open Open Date: May 24th 2023, 3:00 PM EDT Questions Due Date: Jun 6th 2023, 4:00 PM EDT Close Date: Jul 14th 2023, 1:00 PM EDT Days Left: 2 Project Description:The City of Columbus (City), Department of Technology (DOT), pursuant to the Revised Code of the State of Ohio, the Charter of the City of Columbus, Columbus City Code of Ordinances Section 329.28 (link to full text of code) and Title 39 (Minority and Female Business Enterprise) seeks proposals from highly qualified and experienced publishers or authorized partners (Offerors) for a turnkey solution for a replacement integrated voice response (IVR) system. Summary of Scope: • Inventory and function assessment of existing Genesys environments. • Migrate existing functions to the new system. • Transition from primary rate interface (PRI) to session-initiated protocol (SIP). • Plan and implement new workforce management automation functionality. •

Plan and implement new integrated communication methods for email and web chat. • Plan and implement a new test environment. • Assess and recommend future features and functions. If a suitable proposal is offered in response to this request for proposals (RFP), the City will enter into a contract (Contract) to have the selected Offeror (Contractor) provide all or part of the desired solution and services (Work). This RFP provides details on what is required to submit a proposal for the Work, how the City will evaluate the proposals, and what will be required of the Offeror in performing the Work. This RFP also gives the estimated dates for the various events in the submission process, selection process, and performance of the Work. While these dates are subject to change, prospective Offerors should be prepared to meet them as stated. Once awarded, the Contract will entail a commitment of three years, renewable annually, with the option for two more annual renewals. Further annual renewals are subject to agreement by both parties. All such renewals are subject to City legislative approval and funding. Important Events:OngoingOpen DateOnline PortalPosting date for the OpportunityMay 24th 2023, 3:00 PM EDTN/AUpcomingClose DateOnline PortalDeadline for SubmissionsJul 14th 2023, 1:00 PM EDTN/APassedQuestions Due DateOnline PortalDeadline to submit QuestionsJun 6th 2023, 4:00 PM EDTN/A Supporting Documentation:2023 IVR RFP.pdfDocumentationRFP SpecificationMay 24th 2023, 2:29 PM EDT - Bid Incentive Request Form - B14.pdfDocumentationBid Incentive Request Form, must be submitted with responseRead more...May 24th 2023, 2:32 PM EDT - Columbus Technology Environment and Capabilities.docxDocumentationExhibit A Columbus Technology Environment and CapabilitiesRead more...May 24th 2023, 2:30 PM EDT - RFP025020 - Offeror Response Workbook - 2023.05.05 EXHIBIT B.xlsxDocumentationExhibit B Mandatory Response WorkbookMay 24th 2023, 2:31 PM EDT - RFQ025020 - Vendor Questions (Answers) - 2023.06.12.pdfAddendaQ/AJun 12th 2023, 10:40 AM EDT - RFQ025020 - Vendor Questions (Answers) - 2023.06.12.pdfOtherDocument - Project Details Have ChangedJun 12th 2023, 10:42 AM EDT - Commodity Codes: UNSPSC 811618 Data voice or multimedia network equipment or platform rental or leasing services: A service involving the rental or leasing of data voice or multimedia network equipment or platforms UNSPSC 43221520 Interactive voice recognition equipment: This platform is a Telecommunications Network Component that is capable of setting up a voice dialog with a subscriber of the Telecommunication Network involved and to direct the subscriber to a requested service. UNSPSC 43232703 Interactive voice response software: Interactive voice response software is a software used in PBX and voice mail systems, that uses a prerecorded database of voice messages to present options to a user, typically over telephone lines. User input is retrieved via DTMF tone key presses.When used in conjunction with voice mail, for example, these systems typically allow users to store, retrieve, and route messages, as well as interact with an underlying database server which may allow for automated transactions and data processing. UNSPSC 43233413 Voice recognition software: Voice recognition software are computer software designed to recognise spoken words. Dragon Speak, Naturally speaking and Voice Xpress are some of the commercially available speech recognition software. UNSPSC 83111510 Interactive voice response service